Tadiran Telecom, a supplier of IP business telephony and communications products, has rolled out Composit Contact Pro (CCP), a new IP based call centre management system for the Coral ACD call centre, in the EMEA and APAC region.
The company claimed that the new CCP features real time monitoring and historical reports, which are designed to enhance Service Representative’s productivity and customers’ experience.
In addition, the new system also allows system managers utilise web based historical reports (Business Object reporting tool) to analyse trends and patterns over a defined period of time, and use the information for planning and follow up to provide a positive customer experience, the company said.
According to Tadiran once the CCP is deployed, it enables system supervisors to monitor call quality and service in real-time with call centre status information such as: number of calls and average wait time in queue, available agents in relation to the TSF (Target Service Factor), talk/handling time, agents on private calls, deviations from the TSF and average time before abandonment.
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Shmuel Golan, acting vice president of sales and marketing at Tadiran, said: The CCP system is an advanced, next generation call centre management solution, based on Tadiran’s years of experience as a global market leader.
